What is the difference between SLA stages "Achieved" and "Completed"?

mint
Mega Contributor

‎05-16-2016 03:19 AM

SN SLA stages.PNG

Hi all, the above image shows the SLA stages available in ServiceNow (referring to ServicenowWiki).

I would like to understand the difference between the stage "Achieved" and "Completed". What are the conditions that trigger each of them?

As I understand "Achieved" stage is when the task is completed within SLA, but for the "Completed" stage - the task has been completed but the SLA can or cannot be achieved. However, I'm still confused what are the triggers behind.

Thank you!

Preview file
8 KB
  • 4,439 Views
1 REPLY 1

staceyrocheleau
Kilo Guru

‎05-17-2016 07:29 AM

Achieved appears to be outdated and only mentioned for backwards compatibility:



Are Breached and Achieved stages obsolete in 2011 SLA Engine



So you would most likely be looking at a stage of "Completed" with has breached = false for one that has "achieved" its SLA rather than seeing an "Achieved" state.